Customer Success Advocate

3 months ago

Ahmedabad, India Milestone Internet Marketing, Inc. Full time

Location Ahmedabad,Bengaluru

Experience Range 3 - 5 Years
- Open
- Skills_
- _
- HTML,CSS,JavaScript,Support,JIRA_
- _
- Job Description
- About Us- For over 25 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses. Milestone helps businesses create, organize, and amplify their digital information by enhancing their digital presence to make information more accurate, consistent, and visible. We do this with an omnichannel digital presence platform and add to it as much or as little design and service as businesses need to help them engage everywhere their customers are. Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018, “Best use of search” in 2019. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc. 5,000 company.- Roles and Responsibility- Document each customer interaction using our ticket management system
- Focus on achieving customer’s expected outcomes leading to highly satisfied customers
- Meet or exceed internal and external service level agreements (SLA). Provide superior service and support to the Milestone’s customer base
- Program and QA minor changes to customer websites per their requirements
- Answer questions and queries customers have regarding Milestone’s products and services
- Troubleshoot and fix issues with the customer’s website infrastructure or digital marketing products/tools
- Provide ongoing, regular updates to customers to keep them appraised of progress toward solution
- For more complex requirements, escalate to the next level to get them addressed, while maintaining ownership of the ticket and communication with customers
- Participate in the creation of proactive measures to anticipate and/or remove the need for traditional service and support
- Support team members when necessary
- Participate in rotational off hours and on call support on weekends and holiday

**Required Skills/Experience**:

- 2 - 3 years in front end programming building websites including HTML, CSS, Javascript, testing/debugging, and browser tools
- Strong customer empathy and customer handling skills
- Excellent written and oral communication skills
- Excellent interpersonal skills
- Analytical problem solver with critical thinking capability
- Capability to multi-task
- Bachelor’s degree in Technology, preferably Computer Science
- Willingness to work during US working hours (9pm to 6am)

**Preferred Knowledge, Skills, Abilities, And Background**:

- Experience in working with international customers especially in North America
- Exposure to digital marketing would be a definite plus
- Familiarity with CRM or incident tracking and management systems
- Experience in a start-up company or a multinational company

**Top Reasons to work for Milestone**
- SPEED: We have the fastest and only SEO-first CMS on the market
- VOICE: A seat at the executive table and a significant remit of responsibility
- COMPANY POSITION: Joining a company that is poised to capitalize on the accelerating digital transformation
- GROW: Great place to learn with phenomenal growth opportunity
- IMPACT: Create an impact through the thought leadership you bring to the team
- ETHICS: A principled and values-based culture
- STIMULATION: Exciting and innovative work environment

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